Customer Service Quality Assurance

Judy Kramer

Email: abqdqh@r.postjobfree.com

Address: **** ****** ****** #***

City: St. Paul

State: MN

Zip: 55116

Country: USA

Phone: 651-***-****

Skill Level: Director

Salary Range: $175,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Judy Kramer...TURNING OPPORTUNITY INTO PROFIT THROUGH VISION AND CUSTOMER SERVICE

1730 Graham Avenue #255

St. Paul, MN 55116

(c) 651-***-****

(h) 651-***-****

abqdqh@r.postjobfree.com

SENIOR DEVELOPMENT DIRECTOR

Extensive customer service, development and operations experience. Skilled at all phases of the software development lifecycle in various problem domains, operating systems, and platforms. Ability to balance business needs with customer centric solutions. Identify and remove obstacles as a way to anticipate changing business conditions. Verifiable record of success by creating high performance multi-cultural teams with a mix of on/off-shore personnel. Finely honed communication skills built on unwavering accuracy, credibility, and integrity. Passionate about influencing positive change through collaborative methods.

Delivering Results to the Bottom Line

Start-ups/Fortune 500/Underperforming Companies

o Implemented an off-shore delivery model, reducing customer support costs by 75%

o Served as a cultural and process change agent in each of the last three assignments

o Increased productivity by up to 40% to enhance customer satisfaction and retention

o Instrumental in implementing QA processes, which reduce customer rejection rates 15%

o Achieved accelerated QA Automation goals, increasing regression test efforts 40%

Areas of Expertise

* Strategic Business Planning

o P&L Balance Sheet Management

o Revenue Support Programs

* Balanced and Insightful Leadership

o Collaborative Business Partner

o Architect High Performing Teams

* Consulting to Executive Team

o Diverse Business Experience

o Skillful Problem Solver

* Client Relationship Management

o Executive - Level Escalations

o Client Needs Assessment & Plans

Professional Experience

Oracle Retail Global Business Unit - provider of an integrated suite of applications for retailers 1999 - 2012

SENIOR DEVELOPMENT DIRECTOR

Fortune 500 Company - purchased Retek (Tier One Retail Software Company), needed to focus on growth as well as quality of product, while reducing expenses.

Partnered with business executives to strategically grow the financial success of the global business unit as well as to continuously improve the quality of the products to increase customer satisfaction. Extensive customer interaction, particularly as it relates to customer implementations and escalation management. Achievements included:

o Responsible for a multi-million dollar budget, six managers and 110-160

developers, delivering hundreds of technical fixes per month across 15

retail products. Transformed the organization from 100% on-shore to a

77% off-shore ratio, reducing costs by 75%

o Took on a low cost QA Automation initiative designed to automate over

2,500 test cases across six products within a five month period through

the use of college interns. Increased automated regression test

coverage by 40% utilizing HP Quality Test Professional (QTP).

Created a repeatable metrics driven process to increase test suites by

another 45% in next six month iteration when used going forward on a

second set of interns

o Aggressively trained, monitored (via metrics) and adjusted software

development and delivery processes to improve quality and

productivity. Results included a 40% increase in output and a 15%

reduction in customer rejection rates while also increasing customer

satisfaction and loyalty

ServiceNet (an Accenture Enterprise) - allows companies 1998 - 1999

to quickly begin conducting electronic commerce and other business operations over the internet by providing them with global business process and operations infrastructure.

Production Control Manager

Start-up enterprise company - efforts concentrated on initial hiring, processes as well as the necessary hardware and software infrastructure.

Designed and implemented a worldwide Quality Assurance process for multiple operation centers involving a variety of software (Unix, NT, Lawson, LotusNotes, Oracle and Sybase), hardware and networking components.

Primary achievements:

o Created a proposal, hired and began execution of operations and

disaster recovery plan in less than 45 days

o Institutionalized training and improvement programs to operations staff

to ensure standards were adopted and redundancies were leveraged to

enable continuous up-time for customers in data centers within 90 days

of go-live

o Achieved 99.98% operations availability in the first 100 days of service

Cray Research Inc./SGI - designs, builds and sells high 1988 - 1998

performance vector processor and general-purpose parallel computer systems.

Manager: System, Integration and Builds

Mid-sized company, leader in the super computer industry - low utilized team. Previously under poor management. Unable to keep up with demand, little direction, organization or processes. Concentrated efforts on re-building team and meeting internal and external customer expectations.

Responsible for system integration, installation and initial administration tasks for the UNICOS (UNIX) operating system on a variety of Cray hardware platforms and software builds. On-site field tests were under my guidance as was the delivery of critical software releases to ensure on-time quality releases. Principal achievements:

o Transformed a severely underperforming System Administration, Build,

Integration and Installation Team into a world-class organization within

six months by training, defining processes and roles, eliminating

duplicity, and ensuring 100% on-time delivery with realistic but

aggressive schedules

o Developed and maintained a custom version of the source code control

Software Configuration Management (SCM) and its associated tools.

Maintained a 96% Service Level Agreement (SLA) hit rate within 45

days of join date

o Interfaced with Cray`s customers to coordinate successful on-site field

testing of the UNICOS operating system. Performed risk mitigation

relating to pre-release software at customer sites as well as provided

feedback from customers to internal executive staff. Successfully

passed 100% of all field tests

Education

University of Minnesota

B.S. in Computer Science and Small Business

Other

Secret Security Clearance - inactive

CPR/AED Adult Certified

Professional Development

Professional training seminars and courses:

o Organizing your Business Around the Customer

o Result Driven Planning

o Team Effectiveness

o Legal Aspects of Managing

o Navigate with Organizational Savvy

o Managing Organizational Transitions

o Project Management

o Positive Influence

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